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Cross Cultural Conflict Management

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Cross Cultural Conflict Management

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http://www.collaborativejourneys.com

"Cross-Cultural Conflict Management"

Slides associated with workshop; delivered by Ben Ziegler, at the Inter-cultural Association of Greater Victoria, in December 2014.

http://www.collaborativejourneys.com

"Cross-Cultural Conflict Management"

Slides associated with workshop; delivered by Ben Ziegler, at the Inter-cultural Association of Greater Victoria, in December 2014.

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Cross Cultural Conflict Management

  1. 1. Cross-Cultural Conflict Management Inter-Cultural Association of Greater Victoria December, 2014 Ben Ziegler Tel: 250.516.3936 zieglerconsulting@shaw.ca www.collaborativejourneys.com
  2. 2. Agenda 1. Communications, Culture & Conflict 2. Conflict management styles 3. Conflict management skills 4. Strategies for cross-culture conflict management
  3. 3. About you
  4. 4. The word ‘Communication’ is derived from the Latin word ‘Communis’ which means to make ‘Common’
  5. 5. Did we make common? Source Receiver Message Medium Making common – In Real Life and Virtual ActionIntent Effect
  6. 6. “The single biggest problem in communication is the illusion that it has taken place.” (George Bernard Shaw) Image source: wikipedia
  7. 7. Communications feedback Private Public Intent Effect Action Intent Action Effect
  8. 8. Direct and indirect communication preferences, by country (Laroche and Rutherford, 2007)
  9. 9. Appropriate timing of comments between two people in conversation (Laroche and Rutherford, 2007)
  10. 10. Individualism (Laroche and Rutherford, 2007)
  11. 11. Culture Map Israel Russia Source: Erin Meyer in Culture Map
  12. 12. Disagreement Confrontational Avoids confrontation Disagreement and debate are positive for the team or organization. Open confrontation is appropriate and will not negatively impact the relationship. Disagreement and debate are negative for the team or organization. Open confrontation is inappropriate and will break group harmony or negatively impact the relationship. Source: Erin Meyer in Culture Map
  13. 13. Conflict Management StylesAssertiveness Cooperation high low high
  14. 14. Competing Collaborating Avoiding Accommodating Compromising Conflict management stylesAssertiveness Cooperation high Based on Thomas-Kilmann Conflict Mode Instrument highlow
  15. 15. What’s your conflict management style?
  16. 16. 3 Key conflict management skills 1. Deal with your anger 2. Understand needs 3. Reframe the conflict
  17. 17. Deal with your anger How to respond ? Defuse Disengage Confront
  18. 18. Defusing Strategy 1. Remain calm yourself 2. Non-verbally reassure the other person 3. Encourage talking 4. Show understanding 5. Commit to resolving the issue 6. Help the other person save face
  19. 19. Disengaging Strategy 1. Acknowledge: “I can see you’re furious with me” 2. Commit involvement: “and I’d like to talk more about it” 3. State your need: “right now I’m too angry (frustrated, upset, etc.) to think or talk. I need 1 hour to cool off” 4. State your intent to return: “I’ll be back” 5. Leave.
  20. 20. Confronting Strategy Confronting Strategy = Assertive expression: 1. Describe - “When you… 2. Express - “I get… 3. Specify – “I want… 4. Consequence – “ So that we…
  21. 21. Conflict management skill: Understand needs What you see What you don’t see
  22. 22. When they say: I don’t like your attitude What else is on their mind? Self-aware, personal growth… Self-worth, accomplishment… Belonging, love, family… Safety, steady job… Food , water, shelter… Maslow’s Hierarchy of Needs
  23. 23. What you want as an outcome Why you want it Issue: What conflict is about (non-blaming) Positions Separate Positions, Issues, Interests Interests
  24. 24. You Other I want $17/hour We pay $13/hour (Example) Issue: Pay Positions Interests
  25. 25. You Other That meeting time is difficult for me Everyone needs to attend the meeting Issue: Meeting Time Positions Interests
  26. 26. Build on common ground Positions Interests
  27. 27. Conflict management skill: Don’t Reject. Reframe. Our mind can hold opposing views. What do you see a picture of?
  28. 28. Positions Interests Problem Focus Goal Focus Competing Avoiding Accommodating Assertiveness Cooperation Collaboration
  29. 29. From To “The most we can offer you is $15/hour.” “You expect top value for your money. These are the different ways I bring value to the position…” Reframe example
  30. 30. From To Reframe example “We need to get rid of Enrique so we can get our work done.” “How can we address team chemistry so everyone is more productive?”
  31. 31. 4 strategies to improve your cross-cultural conflict management 1. Observe how people in the culture handle conflict 2. Ask cultural experts 3. Consult cultural sources 4. Observe other people’s actions to you
  32. 32. Questions & Answers

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